Senthamarai Kannan Kannan Sankaran
Singapore
Summary
Experienced professional with over 15 years of expertise in various ITIL roles, specializing in IT design and deployment management, IT operations, project management, and information security management. Skilled in strategic planning, project execution, infrastructure management, and team leadership. Effective communicator of complex ideas to executive levels and technology forums. Service management professional with a proven track record of delivering and optimizing service operations. Known for streamlining processes and enhancing client satisfaction through robust project management and strategic initiatives. Committed to fostering team collaboration and achieving tangible results. Recognized for adaptability and reliability.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/ Service Integrator
DXC Technology
04.2018 - Current
- Managing the regional service delivery for Rolls-Royce -14 locations in APAC
- Service Integrator (SI) for Rolls-Royce, managing Service Desk/Incident Management/Problem Management/Change Management – Responsible for whole of ITSM process and Management
- Build and manage the customer relationships at the Executive level
- Regular customer meetings on the incidents, escalations, new business opportunities/ Present the SLA/KPI data in customer monthly review meetings and showcase the good work done by the team
- Develop and Implement the continues improvement plans
- Handling escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinating with multiple departments to ensure seamless service delivery across all touchpoints.
- Establishing a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimizing resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlining operations for improved customer satisfaction and retention rates.
- Enhanced service delivery by developing and implementing efficient processes.
- Reduced turnaround time with effective resource allocation and task prioritization.
Service Delivery Manager
Hewlett-Packard Enterprise Services Pt. Ltd
05.2015 - 12.2017
- Build and manage 5 major customers with a 40K user base
- Leading & managing the operations team members effectively
- Streamlined the operations and prioritized tasks, reducing the major incidents by 25% and reducing the incidents by 15% year on year
- Work on new deals and review, support sales/ solution team during the deal process
- Regular customer meetings on the incidents, escalations, new business opportunities
- Develop and Implement continuous improvement plans across all the accounts
- Looking after the Messaging and Collaboration delivery across the APAC region
- Define service level agreements (SLAs) related to new contracted services and ensure that escalation flows are in place
- Support other regional deliveries and deployments
- Handle escalations during the transitioning and deployment (Incident management and Problem management
- Heading & Handling major incident management calls
Project Manager – World Wide Delivery
Hewlett-Packard Service Pt. Ltd
02.2013 - 05.2015
- Build and manage the customer relationships at the Executive level
- Coaches and mentor’s experts and Account Delivery Managers (ADM)
- Develop and Implement the continues improvement plans across all the accounts
- Managing Messaging and Collaboration Projects and delivery worldwide for HP’s Enterprise Cloud Service customers
- Define service level agreements (SLAs) related to new contracted services and ensure that escalation flows are in place
- Developing and Implementing DR plans across all the accounts
- Transitioning the customers Messaging system to HP ECS Messaging system (Exchange2010)
- Transition customers from on premises UM system to HP ECS UM system ( Lync2010 and Exchange2010)
- Support other regional deliveries and deployments
- Handle escalations during the ECS transitioning and deployment (Incident management and Problem management
- Heading & Handling P1 calls and running the whole RTOP scenario
- Implementing TrendMicro for the server security
Technical Consultant
Hewlett-Packard Service (Singapore) Pt. Ltd
04.2009 - 02.2013
- Team lead for Collaboration team, design and deploy OCS2007 R2 for60000 users
- Deployment of OCS2007 R2 Ent Voice solutions
- Understanding the customer requirements, building the solution design with costing based on the requirements
- Presenting the solutions through internal and customer architecture forums for the solution approval
- Documenting the whole design, deployment, and the process of the project
- Evaluated Security and compliance products for OCS such as TrendMicro IM security for OCS and Lync, Actiance Vantage for OCS, and managed the Vendor to perform POC/ implementation
- Implemented Quest policy authority for Instant Messaging security compliance purposes
- Managing multiple vendors in getting the quotes/ negotiations/ Timeline / implementation
Technical Consultant (Microsoft)
Alpha Data Processing L.L.C, Dubai
09.2006 - 03.2009
- Implementation of Microsoft Products, Storage and Backup Solutions
- Gather customer requirements and build proposals with solution and costing
- Presenting the solutions to the customer and winning the customers favouritism
- Planning and Implementation of whole IT Infrastructure including software and hardware
- Specialized in AD, Exchange2003, Exchange2007, ISA, MOM and SMS implementations
- Specialized in implementing the Disaster recovery solution called CA Xosoft for Exchange2003, SQL and IIS
Group IT Manager for MK Resorts (Seychelles) Ltd (Desroches and Alphonse Island Resort Seychelles)
09.2004 - 07.2006
- Managing the group IT infrastructure and developer’s team
- Conducting team reviews and performance on a quarterly basis
- Guiding the team on the Implementation of the Hotel Management system called IDS, training the staffs
- Building the proposals and getting the managements approval
- Designed and implemented Microsoft Exchange server2003
IT Project Manager for Reethi Beach Resort Maldives
01.2002 - 09.2004
- Managing the IT infrastructure and developers team
- Building proposals based on the needs and getting the management approval
- Designed and implemented Microsoft Exchange Server5.5
- Implementing the Hotel Management
Senior Technician & System Administrator at Focus Computers - Rep. of Maldives
01.1999 - 01.2001
- Providing customer support
- Attending to system breakdowns
- Installation of systems and Network Servers
- System Administrator for Focus Computers own infrastructure
01.1995 - 01.1997
- IT & Non IT roles
Education
Bachelor of Computer Application - BCA
Annamalai University
India/ Singapore Skills
- Client relationship management, Customer engagement & Customer satisfaction
- Mentoring and training
- Leading the ITSM functionalities
- Performance improvement & cost optimization
Certification
- MCITP Enterprise Messaging Administrator Exchange2010
- MICROSOFT Certified Technology Specialist – Office Communications Server2007 Configuration
- MICROSOFT Certified Technology Specialist – MS Exchange2007
- MICROSOFT Certified Technology Specialist – Designing MS Exchange2007
- MICROSOFT Certified IT Professional – MS Exchange2007
- MICROSOFT Certified System Engineer (MCSE2003)
- CA XOsoft Replication r12: Implementation200
- CA XOsoft High Availability r12 Implementation.200
- ITIL Ver3.0 Foundation
LANGUAGES ORAL & WRITTEN
English
Tamil
Hindi
Malayalam
Timeline
Service Delivery Manager/ Service Integrator
DXC Technology
04.2018 - Current
Service Delivery Manager
Hewlett-Packard Enterprise Services Pt. Ltd
05.2015 - 12.2017
Project Manager – World Wide Delivery
Hewlett-Packard Service Pt. Ltd
02.2013 - 05.2015
Technical Consultant
Hewlett-Packard Service (Singapore) Pt. Ltd
04.2009 - 02.2013
Technical Consultant (Microsoft)
Alpha Data Processing L.L.C, Dubai
09.2006 - 03.2009
Group IT Manager for MK Resorts (Seychelles) Ltd (Desroches and Alphonse Island Resort Seychelles)
09.2004 - 07.2006
IT Project Manager for Reethi Beach Resort Maldives
01.2002 - 09.2004
Senior Technician & System Administrator at Focus Computers - Rep. of Maldives
01.1999 - 01.2001
01.1995 - 01.1997
Bachelor of Computer Application - BCA
Annamalai University
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